Senior Manager, CX Operations

Glean

9d • $200,000 - $240,000 • Remote

About The Position

Glean is seeking a Senior Manager, CX Operations to own the data, operations, and processes that power our post‑sales engine at Glean. You’ll ensure our AI Outcome Managers (AIOM), Delivery Excellence Managers (DEM), Solutions Architects (SA) and broader CX teams operate with clarity, efficiency, and precision—so they can deliver meaningful outcomes for customers at scale.This is a strategic and hands‑on role at the intersection of Customer Success, RevOps, Product and Sales. You’ll make sure our processes and data support an efficient, insights‑driven customer journey—from onboarding and adoption through expansion and renewal.You’ll design and implement scalable playbooks, automated workflows, health and outcome tracking, and reporting frameworks that help the team drive GRR, NRR, and customer health. If you’re energized by building from the ground up, connecting data to decisions, and enabling teams to do their best work—while embracing AI‑first ways of operating—this role is for you. This role reports into the VP of Revenue Strategy & Operations and partners closely with Post-Sales Leadership.

Requirements

• 5+ years of experience in CX Operations, Revenue Operations, or related GTM operations roles, ideally in B2B SaaS.
• Track record of building or materially improving CS systems and processes (health scoring, renewals forecasting, playbooks, segmentation) and demonstrating measurable impact on retention, expansion, or health.
• Strong understanding of key post-sales metrics and leading indicators
• Experience operating in high‑growth or startup environments where you’ve had to build structure in ambiguity.

Responsibilities

• Help build our post‑sales strategy, including defining core CX roles and responsibilities, driving segmentation and coverage decisions, and owning capacity planning.
• Shape the long‑term CX operating strategy by designing and maintaining the CX metrics backbone, including dashboards and reporting for key health, retention, and expansion metrics.
• Implement and run key post‑sales cadences such as renewals forecasting, capacity and coverage reviews, and churn‑risk and health reviews, delivering business reviews with data‑driven insights on customer outcomes and performance.
• Design and refine end‑to‑end CX workflows across onboarding, implementation, adoption, risk management, expansion, and renewal, clarifying ownership, handoffs, and SLAs across CX roles.
• Define and track leading indicators of customer health, adoption, and risk, surfacing clear alerts and views to CX leadership and frontline teams.
• Identify and execute opportunities for automation and capacity unlock, embedding AI‑first workflows into CX operations—including using Glean at Glean—to remove manual work and scale impact.
• Own the CX tooling stack for data and insights, partnering with RevOps, Systems, and CS leadership to ensure platforms are configured to support an efficient, insight‑driven customer journey.
• Be the voice of post‑sales in cross‑functional GTM and product decisions

Benefits

• We offer a comprehensive benefits package including competitive compensation, Medical, Vision, and Dental coverage, generous time-off policy, and the opportunity to contribute to your 401k plan to support your long-term goals.
• When you join, you'll receive a home office improvement stipend, as well as an annual education and wellness stipends to support your growth and wellbeing.
• We foster a vibrant company culture through regular events, and provide healthy lunches daily to keep you fueled and focused.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed